Overview user permissions in Insights

Access permissions in the Insights project are based on the agent's permissions in Zendesk Support. Insights has three levels of reporting access that map to Zendesk Support roles: editor, viewer, and no access. Full agents have editor access.

The following table maps Zendesk Support roles to Insights access levels, and details the permissions each access level.

Zendesk Support role

Insights level of access

Description

Can access these features

Administrator

Agents - non-restricted

Enterprise custom roles that can view, add and edit reports

Editor

Can customize dashboards and reports and can review project data, but does not have full access to manage project data.

Can access features described in the Viewer section, plus the following:

Enterprise and Professional Add-on light agents who can view only reports

Viewer

Can access project dashboards on a view-only basis.

Navigation bar links to the Dashboards, Reports, and Manage pages are not visible.

Can do any of the following:

View business dashboards and all of their contents (reports, widgets, embedded web content, and so on)

Export and print reports and dashboards

Hover over dashboard reports for more info

Use predefined dashboard filters

Use predefined drill paths in dashboard reports

Navigate Insights by toggling between projects, dashboards, and tabs

Submit support tickets directly from Insights

Modify account info and set regional number formatting preferences

Agents - restricted

Non Zendesk Support agents

Enterprise custom roles that cannot view reports

Enterprise and Professional Add-on light agents who cannot view reports

End-users

No access

Cannot access Insights reporting

N/A

Restricting access to Insights

You can limit agent access to Insights by doing any of the following options:

Restricted agents (Professional) You can restrict agents by group, organization, or assigned tickets, and those agents will not be able to view any Insights reports. To do so, see Adding a user and set access to Tickets within this agent's groups(s), Ticket in agent's org, or Assigned tickets only.

Custom roles (Enterprise) You can create custom roles to give agents view only or no access to Insights. To do so, see Creating custom roles, and set the report access to Can view only or Cannot view.

Light agents (Professional Add-on and Enterprise) By default light agents are already limited to view only access in Insights. You can change light agent permission so that they cannot view reports. To do so, edit the Light Agent role, and change report access in the Tools section to Cannot view.

Hi Conrad! Echoing Jesse's questions from above, I'm interested in knowing a bit more about your question as well. If you're looking to have end-users gain access to reporting, you could set up email reports to be sent out per the instructions in this article. Otherwise, we don't have the ability to grant unique logins to GoodData, as we handle authentication into GoodData from a token that is generated from Zendesk each time that you click the GoodData link from within Insights in your Zendesk account.

Is it possible to restrict an agent to only have access to a specific Insight report? I'm want to create an agent performance insight report that is specific to each agent. However, I don't want them to be able to see the reports for other agents; only the report specific to them.

On specific reports you can edit the settings and change the visibility to only the report creator and anyone that has the link. This may work for your scenario where you could be the report owner and share a specific link to each agent.

You can see this setting by clicking on Options > Settings when viewing the report in GoodData.